At Verizon, we innovate constantly to help the biggest names in business do business – quicker and smarter. It takes vision. It takes focus. And we apply both every bit as much to the way we do business too. The brightest minds, the latest technologies and pioneering processes are combining to enhance this critical business function at our Center for Excellence. We’re finding new ways to add value and provide strategic support. This is the kind of work we do. And you can be part of it.

The consultant will contribute significantly in providing support to Verizon’s direct managed outsource model by ensuring the vendor is delivering high quality performance (online - phone, offline – back office, chat – vz.com) in the area of live & final collections and/or the Credit Verification department. Responsibilities include but are not limited to ensuring the vendor is meeting or exceeding KPI’s and auditing all aspects of the vendor work. Some general duties of the position are acting as the outsource SPOC (Systems and Access, Quality, Adjustments, Projects, Reporting, and Training). The candidate will demonstrate a strong knowledge of call center operations and billing systems and utilize that knowledge to drive improvements in the vendor’s performance. The candidate will also focus on partnering with the process and system SPOC to reduce complexity of the work (process) and/or recommend enhancements to system functionality to reduce dependency on process documents. Monitoring compliance to the process and regulatory rules, while ensuring the work is being handled consistent to Verizon’s expectations is a core component of this role. This position requires a candidate with strong analytics, use of root cause analysis, presentation skills, excellent communication skills, and advanced use of standard Microsoft tools. The candidate will be responsible for ensuring the vendor management team is fully trained in all areas of the work and supporting the vendor in resolving complex customer issues. This position requires a candidate who can motivate, drive results, and ensure the vendor team is completely aligned with our strategies.

Specific role responsibilities include, but are not limited to:

Field SPOC for the outsource team on projects (Training, Process, Dialer, Quality, and Systems, Reports)

Support all segments of the outsourced work activities around Quality, KPI’s, Customer Exp., and Training, Approvals (COA vouchers, refunds), outbound dialer, and vz.com chat

Experience in the technology or telecommunications industry preferred, but not required

Our business is fuelled by our passion for delivering unprecedented results for customers in over 52 countries. Throughout the world, we’re helping to create a better future – transforming how doctors battle cancer, rescue workers save lives, and people, businesses and communities interact with one another. If you have the drive, talent, energy and commitment to join over 180,000 like-minded people who are unlocking this positive potential of technology, we’ll support you every step of the way. Whether that’s through competitive compensation, award-winning training, or benefits so comprehensive we call them Total Rewards.

Equal Employment Opportunity

Verizon is a Federal Contractor

Verizon requests veteran priority referrals

Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.